Senior Customer Success Manager, Innovapptive
+ Bonus
More information about location
Connected workforce platform
Job no longer available
Connected workforce platform
201-500 employees
Job no longer available
+ Bonus
More information about location
201-500 employees
Company mission
To bridge the gap between frontline workers, back-office teams, and critical assets through intelligent, AI-powered digital solutions.
Role
Who you are
- This role requires exceptional executive communication, strong financial and operational acumen, and the ability to influence both technical and frontline teams
- Bachelor’s degree in Business, Industrial Engineering, Operations Management, Supply Chain, MIS, or a related discipline, an advanced degree is a plus; or equivalent combination of education, training, and experience
- 7–12 years of Customer Success, Value Consulting, Management Consulting, or Enterprise Account Management experience in SaaS
- A minimum of 5 years experience of interacting and negotiating with C Level Execs of Fortune 500
- Experience working with large, complex industrial enterprises (Oil & Gas, Energy, Chemicals, Utilities, or Manufacturing)
- Strong operational background in Maintenance, Reliability, Operations, or EAM/ERP systems (SAP PM is a strong advantage)
- Proven ability to lead executive conversations and create compelling business cases tied to EBITDA improvement
- Clear understanding of core drivers of Customer Success
- Exceptional communication, storytelling, and stakeholder alignment skills
- Ability to analyze usage data, ticket patterns, workflows, and operational KPIs to drive adoption strategy
- Experience managing renewals, expansions, and value-based selling motions
- Strong collaboration skills working with Product, Engineering, Support, and Professional Services
- Comfortable leveraging AI tools for deck creation, insights generation, and customer messaging
- Clear, confident communicator with the ability to present to C-suite and translate complex ideas into business value
- Strong ability to understand customer operations, identify business needs, and connect product capabilities to measurable outcomes
- Highly organized, able to prioritize multiple workstreams, manage deadlines, and drive cross-functional execution
- Strong critical thinking skills with the ability to diagnose issues, analyze data, and recommend practical solutions
- Ability to learn product functionality, workflows, and integrations; comfortable translating technical concepts for non-technical audiences
- Understanding of financial impact drivers—ROI, cost reduction, efficiency gains—and ability to articulate value
- Takes full ownership of customer outcomes, drives initiatives to completion, and influences stakeholders without formal authority
- Thrives in a fast-paced environment; continuously seeks to refine processes and improve customer experience
- Works effectively with diverse teams and global stakeholders; builds strong internal and external relationships
- Demonstrates integrity, sound judgment, and commitment to company values in all interactions
What the job involves
- Reports To: CEO & Founder
- The Senior Customer Success Manager (CSM) is a strategic, customer-facing leader responsible for driving adoption, value realization, renewals, and expansion across Innovapptive’s largest global, asset-intensive enterprise accounts
- This role combines business consulting, operational excellence, and change management expertise to help customers achieve measurable improvements in productivity, maintenance reliability, asset uptime, and EBITDA using Innovapptive’s Connected Worker Platform
- You will own executive relationships (C-suite and VP-level), guide multi-site operational transformation, and orchestrate cross-functional value delivery across Operations, Maintenance, Reliability, Supply Chain, and IT stakeholders
- The Senior CSM proactively monitors customer health, mitigates risks, manages escalations, and ensures every customer achieves maximum ROI through tailored adoption roadmaps, data-driven insights, and Value 360 programs
- You will collaborate closely with Sales, Product, Engineering, and Professional Services to drive customer outcomes, secure renewals, identify expansion opportunities, and build long-term customer advocacy
- Ultimately, you ensure customer success translates into strong NRR, deep product adoption, and long-term partnership value
- Own a portfolio of 15–20 large enterprise accounts across Oil & Gas, Chemicals, Utilities, and Manufacturing
- Lead C-level and VP-level QBRs/MBRs focused on measurable business outcomes, ROI, and value realization
- Deliver Value 360 programs that quantify financial impact (maintenance cost reduction, productivity gains, wrench time increases, schedule compliance, etc.)
- Translate product usage, ticket analytics, and AI insights into prescriptive adoption playbooks and value realization roadmaps
- Maintain a consistent cadence with customers to review adoption trends, sentiment, risks, and opportunities for deeper engagement
- Ensure customer configuration, governance, and internal processes align with Innovapptive best practices and maturity models
- Use AI-generated health scores, adoption blockers, risk insights, and QBR drafts to proactively improve customer outcomes
- Monitor customer usage metrics, identify blockers, and execute adoption programs
- Analyze product usage, NPS, and customer health signals to address dissatisfaction or risks early
- Serve as a point of escalation for customer issues and coordinate resolution with Support, Engineering, and Services
- Partner with plant leadership, maintenance managers, reliability engineers, warehouse managers, and IT teams to drive change management and operational transformation
- Collaborate closely with Product and Engineering on quality issues, feature prioritization, roadmap alignment, and defect escalation
- Provide customer insight and VOC feedback to Product, Marketing, Sales, and Support
- Communicate cross-functional improvements on behalf of customers to ensure they receive consistent, high-quality experiences across Innovapptive
- Manage renewal cycles, forecast risks, and ensure successful, on-time renewals tied to demonstrated value
- Drive cross-sell and upsell motions that contribute to strong NRR (140%+)
- Identify expansion opportunities and collaborate with Sales, Finance, Legal, and Marketing to pursue and close them
- Maintain account plans, risk mitigation strategies, and value proof points that support renewal and growth
- Build strong customer champions and executive sponsors across plants and facilities
- Identify and cultivate customers for advocacy opportunities (testimonials, case studies, reference calls, webinars)
- Represent the customer’s voice to internal teams to influence roadmap, messaging, and services
- Educate customers on best practices, product capabilities, integrations, and operational use cases
- Demonstrate product functionality and guide customers on maximizing value from the Connected Worker Platform
- Ensure customers understand the flexibility and impact of Innovapptive solutions across their operations
- Serve as the primary point of contact for day-to-day account needs and strategic discussions
- Ensure timely and effective account reviews, executive engagements, and governance meetings
- Gauge customer engagement levels and provide internal teams with insights for product and service improvements
- Support miscellaneous customer initiatives and internal requests as needed
- Other duties as assigned
Our take
Connected workers are staff who are empowered with access to all the training, information and instructions they need to be hyper-effective, and are therefore able to maximize the business value of their day-to-day work. Innovapptive supplies a platform that unifies all these desirables in one mobile-first app, facilitating collaboration between work identification, work execution, work capture, inventory management, and work management processes.
Typically, so says the company, organizations must choose a field data capture solution and/or an asset management and inventory management solution. With Innovapptive, however, they do not need any additional platforms, as the system combines maintenance, operations, and supply chain together in one place. In addition to this, solutions can be configured and customized with no coding experience, making it an attractive option for businesses that do not wish to onboard new expertise in order to adopt a connected model.
After its newest round of funding, Innovaptive is moving ahead with accelerated product innovation and expansion to new regional markets in its sights, as it further solidifies its position in the growing connected workforce category. It was also recently recognized by Frost & Sullivan's 2025 Frost Radar™ as a leader in augmented connected worker platforms
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jun 2022
$4m
EARLY VC
May 2021
$5.7m
EARLY VC
Total funding: $27.5m
Company HQ
Greenway/Upper Kirby, Houston, TX
Leadership
Sundeep Ravande
(Co-Founder, CEO & Executive Board Member)Member of the Forbes Technology Council. Former Business and Digital Transformation Process Leader for Halliburton, and Senior Managing Consultant/e-Procurement Global Leader for FMC.
Tony Malz
(CFO & Board Member)Tony is also the founder of Sizigi. Previously, he served as the VP of FP&A At FICO and as a Revenue Recognition Leader at Intuit.
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